Customer Service Manager Location: Stoke-on-Trent Salary: 33,000 - 36,000 per annum (DOE) Hours: 37.5 hours per week Job Type: Full-time, Permanent Work Lyf Group Recruitment Work Lyf Group are recruiting on behalf of a well-established and growing business in Stoke-on-Trent for an experienced Customer Service Manager. This is an excellent opportunity for a customer-focused leader who enjoys developing teams, improving processes, and delivering outstanding customer experiences. The successful candidate will take ownership of the customer service function, leading a team whilst driving service standards, operational performance, and continuous improvement across the business. Key Responsibilities Lead, coach, and develop a team of Customer Service Administrators and Account Managers. Set, monitor, and improve customer service KPIs and SLAs. Manage escalated customer enquiries, complaints, and service issues. Oversee order processing, delivery communications, returns, and backorder management. Analyse service performance data and customer feedback to identify improvement opportunities. Work closely with sales, marketing, warehouse, and operations teams to ensure a seamless customer experience. Support resource planning, training, and team development initiatives. Produce management reports and maintain accurate CRM and operational records About You To be successful in this role, you will have: Previous experience managing a customer service team. Strong leadership, ..... full job details .....